Adding Physicians or Available Clinic Hours Webinar | April 17, - PowerPoint PPT Presentation

Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours Webinar | April 17, 2018 | 12:00 PM CST Results Delivered. Performance Improved.

Presenters Brandt Jewell Director Prism Healthcare Partners Mary Baker Chief Clinical Operations Officer ProHealth Care Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours 2

How do you define patient access? Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours 3

What challenges are associated with improving patient access for individual providers and medical groups? Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours 4

What are the primary drivers of restricted patient access for most provider practices and what impact do provider schedules and templates have? Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours 5

Primary Drivers of Restricted Patient Access 1. Rigid scheduling templates and unique provider preferences 2. Restrictions and/or complex scheduling rules or algorithms 3. Not empowering staff (or enough staff) to make scheduling decisions 4. Challenging patient populations with high no-show and cancellation rates Patient scheduled for a 45 minute visit at 8:30am, leaving 2 unbookable 15 minute slots open (at 8:15AM and 9:15AM), which could have been used for a single 30 minute visit Appointment note does not provide adequate information to allow for potential scheduling / resource adjustments Blocked physician time that requires MD permission to schedule a patient 6

What are the benefits of improving access for patients? For providers? For a hospital or health system? Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours 7

Benefits of Improving Patient Access • Easier / faster access to care • Enhance satisfaction Patients • Increase loyalty Improve • Increase revenue Hospital / • Optimize provider productivity Patient Health • Inform strategic decisions System • Expand market share and Access better determine demand • More balanced schedule • Increase productivity • Less provider input required Providers • More effective scheduling: key appointment types, patterns, and auto-release Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours 8

How can organizations enhance revenue by improving patient access? Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours 9

Financial Benefit of Improving Access Providers are able to see more patients in a clinic session • More appropriate visit types and lengths Staff • Fewer vacant appointment slots • Simplified templates enable staff to fit in Expense more patients Staff are able to more effectively manage schedules and patients Patient • More efficient communication with Revenue reduced messaging and call backs • Clinical staff and providers spend less time approving or managing scheduling decisions Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours 10

Which specific strategies and solutions can improve patient access? Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours 11

Patient Access Strategies and Solutions Enhance provider scheduling efficiency with consistent criteria and protocols • Consistent visit lengths / definitions as well as standard definitions of a clinic session and patient contact hours per FTE • Simplify scheduling algorithms and restrictions at the specialty level • Strengthen scheduling documentation to facilitate more efficient visits Better utilize scheduling resources to manage provider schedules • Cross train staff and provide layers of scheduling support • Empower schedulers to make decisions and reduce the need for clinical staff or providers to get involved • Institute some degree of centralization Reduce un-booked appointment slots and gaps on provider schedules • Establish clear protocol for cancelling clinic session or slots • Remove unnecessary holds or blocked patient contact time Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours 12

Patient Access Strategies and Solutions Establish consistent policy and process to manage practice closures • Utilize objective criteria and data to support decisions • Hold providers accountable to prevent reversion Standardize APP utilization and protocols • Define roles and responsibilities and enforce accountability • Coordinate APP recruitment plan to support patient access objectives Reduce impact of no-shows and cancellations • Utilize consistent definitions, policies, and patient communication • Implement reminders and contingencies for chronic no-show patients Engage physician leaders across the organization • Include physicians early in the solution development process Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours 13

Example: Practice Assessment Tool Example of Practice Closure Evaluation Criteria  Used to objectively and consistently evaluate an individual provider practice  Does not ultimately determine whether a practice is opened or closed Metric Less Than Between Greater Than RAF Score 1.0 1.0-1.14 1.14 Number of visits per panel 1.8 1.9-2.2 2.21 % of Patients Over 55 50% 51%-79% 80% % of Medicare/Medicaid 35% 36%-54% 55% Functional Panel Size* 1,800 1,801-2,099 2,100 3rd Next Avail - Physical 69 70-111 112 3rd Next Avail - 30 Min FU 46 47-64 65 Average Lag Time 51 52-60 61 Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours 14

How can organizations engage physician leaders and administrators to implement sustainable change? Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours 15

Committee Structure Example Executive Steering Committee ACR Strategic Clinical Operations Steering Team Team Physician leaders drive communication Ambulatory Care Physician Redesign Advisory Operational Team Team  Project-oriented Clinic Practice  Physician and admin leaders Operations Council  Bi-weekly or monthly meetings  Long-term physician leadership groups  Monthly meetings Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours 16

Engaging Physicians: Validate the Issues Productivity Percentile " Unbooked" Hours: Primary Care Physicians with Closed Practices 3 months 37 49% 47% 46% 45% 38% 15 23% 12 1 1 0 PCP 1 PCP 2 PCP 3 PCP 4 PCP 5 PCP 6 PCP 1 PCP 2 PCP 3 PCP 4 PCP 5 PCP 6 Physician Example Unbookable Minutes 1 week = 195 minutes 60 45 45 30 15 Mon Tue Wed Thu Fri Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours 17

How can organizations effectively monitor and manage patient access? Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours 18

Monitoring Patient Access MGMA Avg. Un-booked No-Show Cancellation Clinic Location Slot Utilization Productivity %tile Hours/Month Rate Rate Clinic 1 47% 115 15% 5% 87% Clinic 2 65% 69 8% 11% 95% Clinic 3 57% 76 17% 15% 89% Clinic 4 59% 26 6% 3% 98% Patient Experience(Recommend) Primary Care Location Baseline Current Clinic 1 92.2 93.6 Clinic 2 88.9 91.0 Clinic 3 88.2 92.3 Clinic 4 90.9 95.6 Clinic 5 90.0 96.9 Clinic 6 94.0 95.0 Clinic 7 95.5 92.0 Clinic 8 95.5 92.6 Clinic 9 87.5 97.8 Clinic 10 90.8 94.6 Clinic 11 95.5 88.0 Clinic 12 50.0 75.0 Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours 19

Monitoring Patient Access Change in 3 rd Next Available Appt Physician Minutes Slots Days to 3 rd Next Gained Gained 138 A 12,815 1,282 48 40 32 27 19 B 12,495 1,249 C 16,410 1,641 New Patient Physicial 30 Min F/U Total 41,720 4,172 Baseline Current Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours 20

Questions? Brandt Jewell Director Prism Healthcare Partners bjewell@prismhealthcare.com Mary Baker Chief Clinical Operations Officer ProHealth Care Mary.Baker@phci.org Improve Patient Access and Increase Revenue Without Adding Physicians or Available Clinic Hours 21